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Forums > Home› Neverwinter Discussion › General Discussion (PC)

Best customer response ever!

tronlintronlin Member, Neverwinter Beta Users Posts: 0 Arc User
edited May 2013 in General Discussion (PC)
So I posted a ticket a cpl weeks ago, the response a few days after was that they lost all the tickets and this ticket was now closed and if I experience the problem again to submit another ticket... Mind you I had other tickets different issues but same response...

Today I get this as a response to all my tickets that I reposted as they are persistant problems on my toon.

"Hello

Unfortunately, due to the incredibly high volume of tickets sent in regarding Neverwinter, we have not been able to provide an answer to each ticket that has come to us individually.

You are receiving this automated message to inform you that your current ticket is being closed. We are doing this to prevent your issue from being lost in "Ticket Limbo." We at Perfect World Entertainment are dedicated to providing you with a satisfactory experience both in game, and with regards to Customer Support.

If you are still experiencing the issue that you originally ticketed in about, please submit a new ticket to us and an Agent will look in to it as soon as possible.

This is an automated message, and any responses will not be received by a Customer Support Agent. Please direct all information to your new ticket.

We're truly sorry for this inconvenience, and we appreciate your patience and understanding as we work towards helping all of our customers to the best of our ability."


Thanks for such great customer service. =/

Comments

  • lewstelamon01lewstelamon01 Member Posts: 7,415 Arc User
    edited May 2013
    There are also ten threads concerning the same matter. *facepalms* Exaggeration, perhaps, but yeah, there are definitely more than a few.

    Also, as has been stated by no less than the lead GM of Neverwinter, reposting correspondence from CS (automated or otherwise) is against the rules of conduct.
    ROLL TIDE ROLL

    Great Weapon Fighter: Because when is today not a good day to die?

    PC and PS4 player. Proud Guildmaster for PS4 Team Fencebane. Rank 5 Officer for PC Team Fencebane. Visit us at http://fencebane.shivtr.com
  • qualexiousqualexious Member Posts: 30
    edited May 2013
    tronlin wrote: »
    You are receiving this automated message to inform you that your current ticket is being closed. We are doing this to prevent your issue from being lost in "Ticket Limbo." We at Perfect World Entertainment are dedicated to providing you with a satisfactory experience both in game, and with regards to Customer Support.

    Whiskey, Tango, Foxtrot ... So, to prevent your ticket from being lost in the shuffle, they close it entirely. At best, this seems to help THEM out but does absolutely nothing for you. What makes it better, they follow it up with
    We at Perfect World Entertainment are dedicated to providing you with a satisfactory experience

    Lets take a look at a few key words here. The first being "dedicated" = Wholly committed to a particular course of thought or action. The second being "providing" = To furnish; supply. They did/ are doing none of these. Throwing around meaningless words is usually all it takes to get an idiot to shut up. I think they are are calling you an idiot; and yes I'm an instigator.
  • jamesl1jamesl1 Member Posts: 0 Arc User
    edited May 2013
    lewstelamon01 wrote: »
    Also, as has been stated by no less than the lead GM of Neverwinter, reposting correspondence from CS (automated or otherwise) is against the rules of conduct.

    and why would that be ?
    possibly because it shows how crappy their responses are ?
  • lewstelamon01lewstelamon01 Member Posts: 7,415 Arc User
    edited May 2013
    jamesl1 wrote: »
    and why would that be ?
    possibly because it shows how crappy their responses are ?
    No posting of personal conversations or personal information (from IMs or PMs).
    Topics such as these are considered breaches of privacy. Please refrain from posting such items including, but not limited to, email exchanges with GMs, admins, moderators, PWE Customer Service or personal communications with other members.

    Because it's in the rules...which are conveniently located at the top of this forum for your reference.
    ROLL TIDE ROLL

    Great Weapon Fighter: Because when is today not a good day to die?

    PC and PS4 player. Proud Guildmaster for PS4 Team Fencebane. Rank 5 Officer for PC Team Fencebane. Visit us at http://fencebane.shivtr.com
  • uristqwertyuristqwerty Member Posts: 34
    edited May 2013
    Perhaps there was a sudden massive influx of tickets, so large that it would take them months to go through them all. Requesting they are resubmitted takes care of all the one-time problems (can't reproduce), and people who submitted a ticket but later quit the game, so won't ever respond.

    There is usually a better reason than "Cryptic and/or PWE are {expletive of your choice}, and like to {derogatory statement about being unkind to potential customers of your choice}".
  • dezstravusdezstravus Member Posts: 2 Arc User
    edited May 2013
    Hey All,

    Friendly reminder! Posting CS responses is disallowed on the forums due to privacy concerns.

    Additionally, we do apologize that your issue was not resolved. As stated in the ticket, we are unfortunately a bit behind on responses due to the high volume of tickets that we are currently receiving. As it is our goal to provide excellent customer service to all players of our games, we are doing everything we can to address this issue, including staffing up our support team, and addressing any bugs that create situations that end in players needing to submit a support ticket.

    My best recommendation at this point is to follow the instructions in the ticket by creating a new one. I do understand that this is an inconvenience, though our hope is our current efforts will soon enable us to provide support at the level of quality that we would like to.

    Thank you!
This discussion has been closed.